Customer Experience Matrix

DECEMBER 13, 2020

But the real reason for its growth may be that interactions are shifting to digital channels where success will be based more on relentless analytics than an occasional flash of uniquely human insight. blockchain will quiet down. I’ll list blockchain only to point out that’s been an underachiever in the hype-generation department.

Marketing AI 367

Marketing AI Privacy Peer-to-peer Amazon 367

Customer Experience Matrix

JANUARY 2, 2007

Or at least, that’s my interpretation of what led it to publish a paper on “Predictive Customer Interaction Management,” available here. The paper speeds past the niceties of why interaction management is important to reach its real topic: what a customer interaction management architecture looks like.

Enterprise Management 120

Enterprise Management Marketing Management Paper Touchpoints 120

Customer Experience Matrix

NOVEMBER 8, 2006

I recently heard a senior manager from one of the major Web analytics firms brag in public that specialists in Web analytics had “won” in their competition with general-purpose business intelligence vendors. This struck me as premature, to say the least.

Analytics 120

Analytics Banners Vendors Acquisitions 120

Customer Experience Matrix

APRIL 12, 2007

What might be called the “standard model” of business intelligence systems boils down to this: many operational sources feed data into a central repository which in turn supports analytical, reporting and operational systems. Examples abound: - channel-specific analytical systems for Web sites and call centers (see last Thursday's post ).

Distribution 120

Distribution Analytics Enterprise Management Lead Ranking 120

Customer Experience Matrix

APRIL 27, 2020

The problem seems like a good candidate: governed by a few simple dynamics that become interestingly complex when they interact. In the end, then, you end up with a matrix that crosses a list of systems (data sources, CDPs, analytics, campaigns management, and delivery systems) against a list of use cases.

Ad Building 227

Ad Building Paid Search Agency Work Management Marketing Management 227

Customer Experience Matrix

FEBRUARY 16, 2007

What really concerns me is the notion that speed-trap can create a meaningful analytical data set without human involvement. As with any solution, the raw interaction data must be processed to become useful. Speed-trap doesn’t quite say this, but it’s implied in the claim that the system can be ready in an hour.

Analytics 120

Analytics Aggregators Privacy Rules 120

Customer Experience Matrix

AUGUST 25, 2016

to unify data marketing campaign to opportunity mapping to support attribution combine data from marketing automation, Web analytics, and CRM track offline channels such as conferences, direct mail, outbound hone calls capture detailed interaction history for each Web visit (mouse clicks, scrolling, active time spent, etc.)

Marketing Automation Services 120

Marketing Automation Services Account Based Marketing Vendors Differentiation 120

Customer Experience Matrix

MAY 24, 2017

The system relies on marketers to tell it what themes are associated with each product and message (that is, the system has no semantic analytics to do that automatically). It starts with about two years’ of interactions for most clients, so it can see good sample of customers who have already completed a journey to high value status.

Promotion 176

Promotion Lead Scoring Lead Ranking Optimization 176

Customer Experience Matrix

MARCH 18, 2018

If the first project is purely analytical, such as customer profiling or journey analysis, then you don’t need to worry about connecting to execution systems, although you do need staff resources to properly interpret the data and possibly some analytical or reporting systems.

Ideal Customer Profiles 136

Ideal Customer Profiles Barriers Analysis Trigger Marketing 136

Customer Experience Matrix

JULY 3, 2014

Rotating banners on the company Web site position StrongView as a “product platform” and “marketing cloud” as well as mentioning “cross-channel lifecycle marketing”, “present tense marketing”, “true one-to-one communication” and “the first customer insight solution supporting unlimited cross-channel interaction data”.

Work Management 120

Work Management Marketing Management Marketing Automation Services Paid Search Agency 120

Customer Experience Matrix

APRIL 25, 2013

These systems that gather customer data from multiple sources, combine information related to the same individuals, perform predictive analytics on the resulting database, and use the results to guide marketing treatments across multiple channels. Model scores and other data are updated in real time during an interaction.

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Class 120

Customer Experience Matrix

APRIL 21, 2016

This demanded a high initial investment but made expansion relatively easy – an approach that made sense when SAS's core analytical applications were pretty much essential to many clients. These applications combine previously separate SAS functions such as model building, visual analytics, segmentation, and content creation.

Work Management 120

Work Management Marketing Management API Resource Management 120

Customer Experience Matrix

JANUARY 12, 2019

Seventy percent of European CDP employees work at companies with campaign-type systems, meaning they can select messages for individuals in batch campaigns or one-on-one interactions. But that also slowed during the most recent period and actually reversed outside of Europe, where analytics vendors gained share.

Vendors 136

Vendors Stats Paid Search Agency Advertising Agencies 136

Customer Experience Matrix

APRIL 1, 2020

But digital analytics vendor Contentsquare did provide a detailed analysis of which kinds of Web sites attracted more traffic (supermarkets, media, telecom, and tech retail) and which went down the most (luxury goods, tourism, and live entertainment) in the U.S., UK, and France. UK, Australia, India, and Singapore.

Paid Search Agency 240

Paid Search Agency Companies Advertising Agencies Business 240

Customer Experience Matrix

MARCH 13, 2014

Products like Unica (now IBM ), Teradata Customer Interaction Manager, and SAS Marketing Automation were introduced before the earliest B2B marketing automation systems and B2C email products. The company also offers a suite of analytic applications for database management and predictive modeling.

Enterprise Management 120

Enterprise Management Marketing Automation Services Resource Management Marketing Management 120

Customer Experience Matrix

OCTOBER 29, 2017

The intelligence (decision) layer provides rules, recommendations, visualization, packaged and custom analytics, and reporting. It’s not unique to Flytxt but it's also not standard among customer interaction systems.

Enterprise Management 212

Enterprise Management Marketing Management Paid Search Agency Ad Frequency 212

Customer Experience Matrix

SEPTEMBER 28, 2011

Here are some others, in rough order of industry familiarity: Alterian – extends beyond multi-channel campaign management to include Web content management, Web analytics, and social media monitoring. It offers both hosted and on-premise options and uses a proprietary analytic database engine for key functions.

Marketing Automation Services 120

Marketing Automation Services Enterprise Management Resource Management Marketing Management 120

Customer Experience Matrix

MARCH 14, 2017

They all ingest data from multiple sources; convert it into unified customer profiles; apply rules and analytics to find the best message for each customer in each situation; and, send those messages to external systems for delivery. Subtle distinctions are needed because the systems are basically similar.

Ideal Customer Profiles 214

Ideal Customer Profiles Work Management Terms and Conditions Elasticity 214

Customer Experience Matrix

AUGUST 25, 2016

Differentiators include: channels supported (display advertising, social advertising, CRM, marketing automation, email, direct mail, telemarketing, text, mobile apps, content syndication, etc.)

Marketing Automation Services 120

Marketing Automation Services Work Management Marketing Management Account Based Marketing 120

Customer Experience Matrix

APRIL 4, 2014

It can also accept other market and industry data, as well as a company’s own Web analytics, customer purchases and service interactions. I''m not even sure that StreamSense meets the operational requirements for a CDP database, which have less to do with real-time analytics than easy access and flexibility. Interpretation.

Social Media 120

Social Media Enterprise Management Trends Work Management 120

Customer Experience Matrix

FEBRUARY 19, 2018

One typical use is deciding how much to bid for a display ad impression; another is to choose products or offers to make during an interaction. But it’s ultimately not different enough from other predictive analytics to treat it as a distinct specialty. Several CDP systems offer this type of analysis. First/last/fractional touch.

Allocation 120

Allocation Paid Search Agency Analysis Comparison 120

Customer Experience Matrix

MAY 24, 2014

Although the attribution vendors'' primary focus is helping to measure and improve the results of digital advertising, the data they assemble incorporates all types of interactions and can ultimately support other types of analysis and execution. (See my 2013 post on Adometry for details.)

Marketing Automation Services 120

Marketing Automation Services Marketing Management Vendors Acquisitions 120

Customer Experience Matrix

NOVEMBER 24, 2016

The other components provide inputs (Predictive Analytics Director and Adaptive Decision Manager), support execution (Next Best Action Advisor), or give management control (Visual Business Director). Offers can include multi-step flows with interactions over time and across channels. It brings together audiences, offers, and actions.

Enterprise Management 120

Enterprise Management Work Management Marketing Management Marketing Automation Services 120

Customer Experience Matrix

JUNE 22, 2011

The other two pieces were already in place: “make” is Adobe’s original content creation business, while “measure” is Omniture Web analytics. Offline interactions, such as telephone and retail, are definitely out of the picture. Nor does Adobe manage the underlying customer database, marketing campaigns, or deep analytics.

Enterprise Management 120

Enterprise Management Digital Asset Management Marketing Management Marketing Automation Services 120

Customer Experience Matrix

OCTOBER 7, 2017

These include VisualIQ (just bought by Nielsen ), MarketShare Partners (owned by Neustar since 2015) Convertro (bought in 2014 by AOL, now Verizon ), Adometry (bought in 2014 by Google and now part of Google Analytics), Conversion Logic , C3 Metrics , and (a relatively new entrant) Wizaly. Truth be told, I don’t love this approach.

Marketing AI 168

Marketing AI Work Management Marketing Management Marketing Analytics Tools 168

Customer Experience Matrix

FEBRUARY 7, 2016

This question disqualified a few vendors that look only at online interactions. Does the system capture offline as well as online messages? You need both to understand all influences on results. In practice, most vendors can incorporate whatever data you provide them, so if you have offline data, they can use it.

Marketing Attribution 120

Marketing Attribution Work Management Marketing Management Marketing Automation Services 120

Customer Experience Matrix

DECEMBER 16, 2013

Predictive analytics finally take center stage. More accessible customer data and broader opportunities to deliver personalized messages will support the long-expected mass deployment of automated predictive analytics tools. The privacy dog won’t bark.

Trends 120

Trends Paid Search Agency Multi-Channel Ideal Customer Profiles 120

Customer Experience Matrix

MAY 21, 2015

Teradata’s marketing applications also extend beyond standard marketing automation to include marketing resource management and analytics. Indeed, there’s a case to be made that the company’s scope is superior to most competitive “marketing clouds”, which are usually pretty light on MRM and analytics and are often barely integrated.

Resource Management 120

Resource Management Hubspot Marketing Automation Services Enterprise Management 120

Customer Experience Matrix

DECEMBER 18, 2012

Like everyone else, I’m seeing greater use of social, mobile, and video; more cross-channel campaigns; closer cooperation between marketing and sales; and expanded use of analytics. The reason is that post-sales interactions are increasingly automated and marketers have the best tools to manage automated interactions effectively.

Marketing Automation Services 120

Marketing Automation Services Marketing Automation Marketing Management Automation 120

Customer Experience Matrix

OCTOBER 21, 2010

The CMO Council and Accenture Interactive recently released a study Aligning the CMO and CIO to Achieve Agile Intelligent Marketing based on parallel surveys of about 300 members of each group. Both cited customer insight and analytics as top reasons to work together. CMOs and CIOs often blame each other for failures.

CMO 120

CMO Enterprise Management Work Management Marketing Management 120

Customer Experience Matrix

MARCH 9, 2015

Social networks, mobile devices including phones and wearables, and the Internet of Things will provide ever-more details about the precise situation of each customer during each interaction. If each interaction is bid separately, then the notion of campaigns that lead the customer through a sequence of contacts on a flow chart is irrelevant.

Marketing Automation Services 120

Marketing Automation Services Ideal Customer Profiles Terms and Conditions Lead Ranking 120

Customer Experience Matrix

FEBRUARY 19, 2015

If origin stories count, and I think they do, then it’s worth noting that Ensighten’s started in 2009 as a digital analytics agency. Since last year’s funding, Ensighten has supported its strategy with acquisitions of tag management competitor TagMan in March 2014 and cloud analytics and predictive marketing vendor Anametrix in October 2014.

Tagging 120

Tagging Enterprise Management Work Management Marketing Management 120

Customer Experience Matrix

NOVEMBER 14, 2016

In Hubspeak, CRM is the underlying database that tracks and manages customer interactions, while Sales is tools for salesperson productivity in email and elsewhere.) The big news was a free version of HubSpot’s core marketing platform, joining free versions already available of its CRM and Sales systems. (In

Marketing Automation Services 0

Marketing Automation Services Hubspot Conference Marketing Automation 0

Customer Experience Matrix

FEBRUARY 5, 2015

The new version includes a big technical change: instead of the interactive Flash document that was very cool but people often had trouble running, it’s now a combination of PDF for the core document and Excel spreadsheet for the detailed vendor scores. VEST Report. Surely mobile can do more than that. But they’re exceptions.)

Marketing Automation Services 120

Marketing Automation Services Demand Generation Agencies Marketing Report Marketing Automation 120

Customer Experience Matrix

AUGUST 22, 2016

To put things in a broader context, “external data” can be contrasted with “internal data”, which comes from a company’s own systems for CRM, marketing automation, Web analytics, order processing, customer support, etc.

Enterprise Management 120

Enterprise Management Marketing Automation Services Marketing Management Vendors 120

Customer Experience Matrix

NOVEMBER 4, 2014

While many CDPs also provide some execution services, Lytics draws a sharp distinction between its core data layer, supporting analytics, and message delivery. Data and analytics are included in the system; execution is not.

Marketing Automation Services 120

Marketing Automation Services Ideal Customer Profiles Enterprise Management Marketing Management 120

Customer Experience Matrix

MARCH 24, 2016

I’d love to see a track of sessions analyzing product groups within the big landscape: i.e., one for marketing automation, one for content marketing, one for marketing analytics, etc. Speaking of social interaction, I still think the conference could do more to help people have fun. Or maybe separate bar set-ups during the receptions.

Conference 120

Conference Marketing Automation Services Peer-to-peer Vendors 120